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Patient Feedback

CALGARY WEST CENTRAL

We Want to Hear From You!

We value your feedback. We are a Primary Care Network (PCN), a non-profit organization that works alongside hundreds of family doctors to support a healthier future with a range of programs and services. As a leader in comprehensive care, we are committed to:

  • Listening to our patients
  • Providing a respectful, professional primary care environment for our patients and our team
  • Involving members of the community in our initiatives through our Patient Advisory Council

Have you recently had an appointment at the Primary Care Centre’s Access Appointment Service or seen our Senior Services or Social Worker teams? We want to hear about your experience so we can improve.

  • Do you have compliments for a staff member?
  • Suggestions for improvement?
  • Concerns about your visit?

Let us know!

BY PHONE

Call 403.249.9907 to speak with a manager

BY EMAIL 

Email our management team at patientfeedback@cwcpcn.com

IN PERSON

Speak with a team member during your appointment

ONLINE

Online form coming soon! Thank you for your patience!

If you call and a manager is unavailable, you can leave a voicemail or have a staff member record your comments. If you are raising a concern, please provide your name, phone number, and a short description of what happened. A manager will respond to you within three business days.

Please note: Email is not a secure medium. If you submit feedback by email, you accept and understand the inherent risk of sending personal or health information through an unsecured medium.

Your Rights at the Primary Care Centre

You have the right to:

  • Receive respectful, high-quality care that is free from discrimination, abuse, and harm
  • Submit concerns or feedback to clinic management and receive a timely response and, if required, follow-up
  • Have your personal health information be protected; your personal health information is collected, used, and disclosed in accordance with the Health Information Act.
  • Say yes or no to any care or service and be involved in your own care or the service
  • Bring someone you choose to attend your appointment with you
  • Have someone of your choosing help you with decision-making if you are unable to make decisions on your own
  • Ask us for help accessing support to obtain information and make informed decisions
  • Ask questions about your care or service, including the name and role of the person providing your care or the service, and our clinic policies and procedures
  • Ask us to remove any barriers to care and have us make every effort to do so
  • Decline to participate in medical research if ever requested

Your Responsibilities at the Primary Care Centre

You are responsible for:

  • Supporting a respectful and safe environment for everyone in the clinic
  • Providing a valid Alberta Personal Health Number; patients who do not provide a valid Personal Health Number may be charged the cost of the visit.
  • Confirming that your contact information is accurate and up to date
  • Understanding visits to our clinic do not make you a permanent patient of the Primary Care Centre nor the doctors within
  • Telling staff or the doctor if you have a question or concern
  • Letting us know if you are unable to attend an appointment so the time is used for another patient
  • Understanding your visit notes will be sent to your family doctor after your appointment at the Primary Care Centre to maintain continuity of care

We will listen and respond with privacy and respect.

If you have a concern, we will talk with you, investigate, and address the issue. After the investigation, we will provide you with a written response about the actions taken and outcomes. We aim to complete the process within 30 working days. If we expect a more extended process, we will explain why and the projected date.

We protect patients’ privacy per the Health Information Act and the Personal Information Protection Act. Feedback submitted through the online form is password protected and encrypted. The feedback platform adheres to all Canadian regulations for privacy and security. We only use personal or health information connected to your feedback for tracking, follow-up, and communications about your comments. We collect the information following Section 11 (2) of the Personal Information Protection Act and under the authority of Section 20(b) of the Health Information Act.

Our management team reviews all feedback and will support you through the process. If you do not wish us to contact you, we will not. The Patient Concerns Resolution Process Regulation protects your right to raise concerns with health services. You also can contact the Alberta Ombudsman (403.297.6185 or 780.427.2756) to ask for an external review if you feel our process was unfair.

Yes. However, if you raise a concern on someone’s behalf, we must have the patient’s permission to investigate and share their information. We will provide the patient with a consent form to record their choice in such cases. If you are an alternate decisionmaker for the patient, we may request supporting documentation.

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